rebecca Herbin
Greensboro
Summary
Accomplished customer service professional with experience at Food Lion, excelling in active listening and conflict resolution. Enhanced customer satisfaction by 20% through effective problem-solving and team collaboration. Proficient in CRM software and Microsoft Excel, recognized for mentoring and training staff to improve service quality and operational efficiency.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Oreillys Distribution Center
01.2022 - Current
- Assisted customers with inquiries and product information to enhance service experience
- Practiced active listening to identify customer concerns and deliver prompt resolutions.
- Utilized CRM software to log interactions and track customer feedback effectively
- Provided support in processing orders accurately
- Collaborated with team members to improve service processes and customer satisfaction
- Engaged in active listening to understand customer needs and resolve issues promptly
Assistant Customer Service Manager
Food Lion
01.2008 - 01.2022
- Contributed to the creation and execution of staff customer service training programs.
- Managed team schedules, ensuring adequate coverage during peak hours.
- Conducted regular performance evaluations to enhance team productivity and morale.
- Resolved escalated customer inquiries, improving satisfaction and retention rates.
- Mentored new staff members on best practices in customer engagement and support.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
Education
James Benson Dudley
Greensboro, NCSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
Timeline
Customer Service Representative
Oreillys Distribution Center
01.2022 - Current
Assistant Customer Service Manager
Food Lion
01.2008 - 01.2022
James Benson Dudley
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